Position: Executive IT Support Analyst

Location: NYC, NY

Length: 6+ months

Interview: face to face onsite interview required

Shift: Onsite

Job Description:

EXECUTIVE SUPPORT

Technology is a fundamental driver in business. Harnessing this technology and improving productivity is vital for our Executives. Our team plays a vital role in handling all of the technology support for these Executives. In this role you will interface directly with these Executives and their personal assistants. This role requires someone with great communication skills, interpersonal skills and the confidence to make fluid decisions.

RESPONSIBILITIES AND QUALIFICATIONS

Identify and improve OSS Team, Workspace and adherence to CLIENT processes
Provide white-glove hands-on or remote support to VIP employees Proactive monitoring, identifying, testing, deploying patches and updates leveraging and processes.
Support with Special Event A/V Management in Main Offices, Conference rooms.
Video conferencing support (Teams, Cisco, Neat, etc)
Lead and Provide day-to-day VIP assistance for IT issues, solve problems, answer questions, and explain/demonstrate new IT solutions delivered by Client
In the absence of VIP support needs, Assist ESD with ad-hoc activities as requested by CLIENT, manage standard incidents via SNOW / provide standard OSS Services including proactive oversight of active OSS incidents / backlogs of the OSS Team
Provide expert knowledge and support in MacOS, iOS, Android, Windows 10 & Windows 11 OS configuration and support, Office 365 (including Exchange, SharePoint, Teams), Outlook, Excel, Word, Visio, and PowerPoint
Document, maintain, upgrade, or replace hardware.
Software installation via Software Center, reimaging, and configurations.
Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment, etc.
Perform work in compliance within specified manufacturer warranty requirements and schedule manufacturer warranty repairs on-site or remote
Engage with 3rd party vendor support or CLIENT contacts to resolve technical issues as per scope
Promptly escalate issues after exhausting all resources/towers/internal escalation matrix, according to the CLIENT technical specifications.
Provide training to VIP users on how to operate equipment as requested. Ensure service delivery in accordance with established service level agreements (SLAs) and Key performance Indicators (KPI)Learn, remain current and follow all processes that are documented for support.
Document work in detail via ServiceNow tickets. Share best practices, including creation of KBA’s and providing direction to local OSS promoting standardization
Document new fixes and procedure and set expectations on their use by OSS
Availability to perform Walk-up Support including Tech Bar
Provide strong leadership to the OSS technical team, fostering a collaborative and innovative work environment. Be the person accountable for OSS teams day-to-day operations excluding administrative responsibilities. Should ensure the VIP Lead is supported well and escalations coming from the resource is managed with priority.
Prioritize and delegate tasks to team members, ensuring that all critical issues are addressed promptly and effectively to meet contracted SLA’s
Coach and mentor lesser skilled resources, including overseeing the OSS SNOW resolver groups, managing backlog or incidents that are at risk of SLA breach or otherwise open longer than expected

Key Responsibilities:

Provide day-to-day deskside support to the Executive Staff (C-Suite and their personal assistance) for all technology needs
This position interfaces directly with the Executives, their staff and troubleshooting their issues to resolution while providing a high level of discretion and professionalism
Working with other supporting IT staff to develop solutions for our clients
Workplace hardware and software support including desktop, laptop, IPT
Maintaining, supporting and the installation of the of all corporate assigned technology

Thank you,

Revolution Technologies

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Executive IT Support Analyst